Senior Manager, Client Success

Senior Manager, Client Success

As the Senior Manager, Client Success, you will lead and support a team of Client Success Managers while overseeing key client relationships and ensuring consistent delivery against client expectations. You will partner closely with operations and cross-functional teams to drive client satisfaction, retention, performance, and growth.

In this role, you will serve as a key connection point between our clients and internal teams, helping translate client needs into actionable solutions, proactively addressing risks, and ensuring our brands receive a high-quality and consistent experience with Cart.com.

What You'll Do

• Manage, coach, and develop a team of Client Success Managers, driving accountability and consistent client outcomes.
• Oversee a portfolio of key client relationships, ensuring strong engagement, satisfaction, retention, and overall account health.
• Execute client engagement strategies and ensure clients maximize Cart.com's capabilities to achieve their business objectives.
• Partner closely with Operations and cross-functional teams to ensure service delivery meets established KPIs, SLAs, and client expectations.
• Build strong relationships with client stakeholders and serve as an escalation point for complex client needs or service issues.
• Identify risks within client accounts and proactively coordinate solutions with internal stakeholders.
• Develop and deliver client performance reviews and presentations, translating operational and performance data into actionable insights.
• Support the development and management of key client documentation, including SLAs, SOWs, and other contractual commitments.
• Participate in strategic initiatives and process improvements that enhance the client experience and improve operational performance.
• Monitor client success metrics, including retention, satisfaction, account health, and expansion opportunities.
• Partner with leadership to identify opportunities to strengthen client relationships and support revenue growth.
• Ensure consistent Client Success processes, communication standards, and best practices across assigned clients and facilities.

Who You Are

• A strong client advocate who understands how to balance client needs with operational realities and business objectives.
• An experienced people leader who can coach, develop, and hold teams accountable for results.
• A relationship builder who can establish credibility with both client stakeholders and internal operational leaders.
• A proactive problem-solver who can navigate complex client needs, escalations, and competing priorities.
• Results-driven and highly organized, with strong prioritization and project management skills.
• Comfortable using data to identify trends, assess client performance, and recommend solutions.
• An effective communicator who can translate complex operational issues into clear, actionable conversations with clients and internal stakeholders.
• Comfortable operating in a fast-paced environment where priorities and client needs can evolve quickly.

What You've Done

• Ability to work hybrid out of the Dallas Fulfillment Center.
• 6+ years of experience in Client Success, Account Management, Customer Success, Operations, or a related field.
• 3+ years of people leadership experience, including coaching and developing client-facing teams.
• Experience managing complex client relationships, preferably within e-commerce, fulfillment, logistics, or technology.
• Demonstrated success improving client satisfaction, retention, and overall account performance.
• Experience partnering with Operations and cross-functional teams to resolve client issues and improve service delivery.
• Experience managing and reporting against client KPIs, SLAs, and performance expectations.
• Proven ability to manage escalations and build trusted relationships with client stakeholders.

Nice to Haves

• Experience within SaaS, 3PL, fulfillment, or e-commerce environments.
• Experience supporting clients across multiple fulfillment centers or operational locations.
• 3PL or e-commerce operational experience.
• Experience with SOWs, SLAs, and other client contractual requirements.
• Bachelor's Degree in Business, Marketing, Supply Chain, or a related field.
• Experience working in fast-paced, high-growth companies.

Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN.

All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.

Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.